After Sales Service Commitment

Hyva Mechanics (China) Co., Ltd. (hereinafter referred to as "our company") is a high-tech growth enterprise mainly engaged in the production and modification of special vehicles, the research and development, manufacturing and sales of hydraulic system equipment and other automobiles and components. At present, our company’s main products include: pavement maintenance truck, sweeper truck, cleaning sweeper truck, garbage dump truck, detachable container garbage collector, pure electric compression refuse collector, and more than ten types of vehicles, which fully meet the individual needs of various industries.

Sincerely thank you for using the special vehicles produced by Hyva Mechanics (China) Co., Ltd. In order to providing better quality after-sales service, our company always follows the service tenet of "Customer First" and strictly implements the high standard service attitude. Our company solemnly makes the following promises to you.

l  The products provided by our company are produced in strict accordance with the requirements of the "Announcement Catalogue" of the Ministry of Industry and Information Technology, and the products provided are in full compliance with the national standards.

l  Under the premise of normal use of the user's instruction manual for the special vehicle and new energy vehicle, if the special modification part and new energy vehicle cannot work normally due to damage caused by the company's manufacturing during the "three packages" period, the warranty or replacement of faulty parts will be given immediately upon confirmation by the after-sales service department. And give the customer a certain amount of compensation depending on the situation. (The "three packages" period: one year from the date of delivery of the company's products (customer sign-off).

l  Our company provides free operation training for the use of the unit, providing part of the relevant technical information. For the areas where the vehicles are concentrated, our factory arranges senior engineers to organize collective training to learn the theory and practical operation, 2 times a year, and 1-2 times a year for quality tracking return visit.

l  Our company has a skilled and responsive after-sales service team, and opened a 24-hour service hotline, after receiving the repair call, contact with customers within 30 minutes, such as door-to-door service, need to inform the user to arrive at the scene time, the service radius within 100km, should generally arrive at the scene in 4 hours to solve the problem. The maximum time should not exceed 24 hours. After the maintenance personnel arrive at the scene, the simple fault will be solved within 3 hours, the general fault (does not affect the operation of the system) will be solved within 24 hours, and for the major fault (the whole system shutdown), emergency measures will be taken within 72 hours to restore the normal operation of the system, and a fault analysis report will be provided within 24 hours after the fault is fully solved.

l  All special motor vehicles and new energy special vehicles produced by our company will provide customers with lifelong services. During the "Three Guarantees" period, the quality problems in the modified parts and parts of the chassis of the whole vehicle will be repaired free of charge. For problems that occur after the "Three Guarantees" period, our company will organize professional technicians to repair them as soon as possible, and charge appropriate and reasonable fees according to the situation.

l  Special modification part of after-sales service rules

Our company reasonably arranges the after-sales service center in the sales area. The service center is equipped with a certain number of professional and technical personnel. At the same time, it promises to provide 24-hour uninterrupted rescue service. When the new energy vehicle of the demonstration application fails or accidents, it will respond quickly within 30 minutes. Start the disposal plan and solve it in time.

Our company has formulated a free maintenance plan for modified parts and the deadlines are as follows:

(1) Tracking service time: lifetime;

(2) Since the date of delivery to the customer, in accordance with the use of special vehicles and new energy vehicles, free repairs within one year (excluding vulnerable parts and electrical parts), more than one year, appropriate and reasonable fees will be charged according to the company's policy ；

(3) Our company establishes maintenance files for each customer, and carries out follow-up service of vehicle maintenance quality;

(4)Our company is responsible for the warranty for the repair quality problems that occur during the warranty period of the repaired vehicle after leaving the factory;

(5) After the warranty service, the service center will report the fault phenomenon and treatment measures to our company.

l  Parts supply service and quality guarantee period

(1) Accessory provision: Our company's after-sales service department sets up a special accessory central library according to the type and quantity of market models, and signs agreements with many accessory dealers across the country to guarantee the demand for accessories. Our company has opened a 24-hour parts service hotline: 4008-288-288, and the parts required by customers will be managed and shipped by the parts center library. General parts are guaranteed to be in place within 12 hours within the province and repaired immediately after sale; in place outside the province within 24 hours to coordinate local after-sales station maintenance; slow parts are issued within 48 hours, special parts are answered within 72 hours, and solutions are given. The price of accessories is in accordance with our latest accessories price list.

(2) Quality guarantee period for accessories: 5 years or 200,000 kilometers (whichever comes first) warranty period for key components of the new energy system. Other key components: frame, front axle assembly, rear axle assembly warranty period is 12 months or 50,000 kilometers (whichever comes first); drive shaft, suspension assembly, steering assembly, brake system warranty The period is 6 months or 10,000 kilometers (whichever comes first); wearing parts and common accessories: brake discs, friction linings, tires, small batteries provide a warranty period of 3 months or 3,000 kilometers.

l  After-sales service problem feedback

Daily summary and data analysis of quality problems (including component defects, design defects, assembly problems), failure phenomena, maintenance and diagnosis process and analysis, customer complaints, and failure information obtained from other channels in the after-sales service system. The "Market Quality Information Feedback Form" is formed and passed to the QA department. The QA department organizes the environmental sanitation technology department, the supply chain management department and other relevant departments to review and analyze according to the type of information, formulate solutions, and promote the relevant departments to improve products to ensure product quality. Solve customer doubts and improve customer satisfaction.

l   Recycling of parts and power batteries

During the vehicle warranty period, for failures caused by product quality problems, our company will repair or replace parts for customers free of charge. The after-sales service station returns the warranty parts claimed by the customer to the company warehouse every month, and the company's after-sales service department will recycle and appraise the warranty parts, and refurbish, rework and reuse the parts that can be recycled again. For those that cannot be reused, discard them.

For energy storage devices (such as power batteries), our company promises: as the main body responsible for the recycling of power batteries, we will strictly follow the relevant national regulations to recycle waste power batteries and treat them safely and environmentally, and supervise and control the whole process of battery recycling. The company has established a traceability system for complete vehicles and parts (including power batteries) to manage the information traceability of new energy vehicles and power batteries. The QA department is responsible for tracking and recording the recovery and utilization of power batteries. The company has signed the "Waste Lithium Battery Recycling Contract" with power battery manufacturers and battery recycling companies. The company is responsible for recycling and temporarily storing the company's after-sales service outlets for batteries that meet the recycling conditions. The after-sales service outlets set up a special place to store the power battery, and the place is required to be completely isolated from flammable, explosive, and hazardous chemicals, and away from the source of fire. The necessary safety protection equipment must be worn during shipment and safety warning signs such as high-voltage hazards, fireworks, and bare-hand operation are prohibited in the storage warehouse.

The batteries that are eligible for recycling will be used in cascades after professional technical treatment by enterprises with recycling qualifications. For batteries that cannot be reused, some battery dismantling manufacturers disassemble the batteries, separate the entire power battery pack according to the material category, and recycle the separated materials after passivation to avoid environmental pollution.

l      Claim processing

The QA department organizes relevant departments to review and lock down the causes of failures and safety accidents, determine the responsible party, and resolve customer losses as soon as possible. If the cause of the problem is caused by the supplier’s quality problems, the supplier shall be prosecuted for responsibility, and the supplier shall be instructed to replace and repair all vehicles involved, ensure product quality, and bear the loss of the customer. And provide analysis reports for such failures, check the quality of the same batch or the same type of products, and ensure that the ex-factory parts meet the applicable requirements of the vehicle.

l   Measures to deal with major quality, safety, and environmental issues

For vehicle problems in major safety accidents such as product quality, safety, and environmental protection, such as failure to drive, power failure, battery leakage, and spontaneous lamp problems, the company’s environmental and sanitation after-sales service department, together with the QA department, sales department, and sales management department, issued an emergency Deal with the notice and require dealers to seal stock vehicles to prevent hidden vehicles from entering the market. At the same time, set up an emergency plan team to lead the company's resources to investigate problems, solve accidents, formulate solutions, and determine product quality and safety before continuing to sell. At the same time, it will notify car buyers, go to after-sales service outlets, perform maintenance, and bear the resulting customer losses .

The emergency plan team organizes relevant departments to review and lock down the causes of failures and safety accidents, determine the responsible party, and immediately stop the production and sales of related products, and take emergency measures for vehicles that need to be recalled, such as safety, environmental protection, and energy saving. The measures should be rectified and optimized. In serious cases, the company’s "New Energy Vehicle Safety Accident Management Measures" should be actively filed with the State Administration of Market Supervision, the Ministry of Industry and Information Technology, and relevant provinces, autonomous regions, and municipalities in charge of industry and information technology, and recalls are not allowed. hide.

Customer notice

1. All kinds of wearing parts and consumable parts such as light bulbs, glass, rubber products, various electrical instruments, sensors, etc. of the special modified parts and the chassis of the whole vehicle are not covered by the warranty; they are not used in accordance with the requirements of the instruction manual. Vehicles, such as parts that are damaged due to irregular replacement of lubricating oil, are not covered by the warranty.

2. The user should carry out daily maintenance, maintenance and troubleshooting of common faults on the vehicle and its modified parts, so that the vehicle can maintain a good condition and the special functions can be used normally.

3. If the product chassis is faulty, please repair it at the nearest service station according to the chassis manufacturer. For the specific address, please refer to the service station list sent with the car or call the after-sales service hotline for consultation.

Three-electric system service commitment ("three-electric system" refers to the electric motor control, power battery, and vehicle controller of electric vehicles)

1. Service mode:

The after-sales department of new energy vehicles takes the lead in the self-built service network of Sanden manufacturers to provide warranty services and paid services for the products sold. The self-built network of the three power plants includes the service personnel and spare parts warehouses directly under the three power plants, as well as the three power maintenance service stations that the three power plants recruit and authorize direct settlement.

2. Service process:

When there is a product failure in the Sanden system, the end user can contact the relevant responsible department by dialing the +4008-288-288 service hotline. Repair repairs shall be reported in the order of priority of vehicle after-sales service personnel, Sanden manufacturer service station, and Sanden manufacturer's on-site service personnel.

3. The manufacturer's aging commitment:

1) Reply to the handling plan within 3 hours after receiving the repair report.

2) If the service radius is less than 100km, the problem should be solved at the site within 4 hours, and the longest cannot exceed 24 hours.

3) For simple faults, it will be resolved within 3 hours, for general faults (without affecting system operation), it will be resolved within 24 hours, and for major faults (system downtime), emergency measures will be taken within 72 hours to restore normal system operation.

4) Commonly used spare parts will be available 24 hours a day, and very used spare parts will be available 72 hours a day.

4. Supervision of service exceeding standards:

Our company and customers have the right to supervise whether the service of the three-electricity manufacturer meets the time limit standard. If there is an over-standard situation, our company can deal with it first and then conduct a liability determination and a second claim settlement with the three-electricity manufacturer. The claimed expenses include materials, working hours, outing expenses, etc. The price of materials is calculated according to the price supplied by the three-electricity manufacturer, and the man-hour expenses are calculated according to the relevant three-electric maintenance timetable, and the outing expenses are settled according to the facts.

 

5. Quality warranty terms:

1) Warranty scope: Sandian products supporting new energy vehicles provide warranty service.

2) Warranty content: Sanden manufacturers only provide free warranty service for faults that have been identified as their own responsibility. The content of the warranty service includes diagnosis, inspection, adjustment and replacement to restore the performance of the three electricity.

3) The warranty period of Sanden products: 5 years or 200,000 kilometers; wearing parts and consumable parts shall be implemented in accordance with relevant manufacturer standards.

4) The beginning of the quality warranty period: executed on the day the vehicle leaves the factory.

5) The warranty period of the new parts replaced during the warranty period: please refer to the user manual of Sanden System for details.

6) Property rights and disposal of old parts: The property rights of the old parts of Sanden during the warranty period belong to the party responsible for the failure and the responsible party shall handle it by itself. The property rights of the old Sandian parts outside the warranty period belong to the owner of the vehicle.

7) Disclaimer: Customers or other third parties are not allowed to unpack and inspect Sanden without permission, otherwise the manufacturer of Sanden has the right to no longer provide quality warranty responsibility for the box. If it is necessary to open the box, the personnel of the Sanden manufacturer must perform the unpacking action under the condition of ensuring safety, tools, and craftsmanship.

8) Software system upgrade management: All upgrades are implemented in accordance with the new energy technology change management process. The upgrade plan of the three power plants shall be upgraded free of charge by the three power plants with the consent of the new energy, and the customer shall provide necessary assistance (such as finding a car, finding a person, finding a venue).

6. Disclaimer:

During the warranty period, the three-power assembly system that is used normally according to the user's manual of the three-power manufacturer's product and the three-power system enjoys the warranty period. For the three-power assembly system in abnormal use, the warranty responsibility of the three-power manufacturer disappears, whether it is during the warranty period or during the extended warranty period. Abnormal usage scenarios include but are not limited to:

1) The use of the three-electric assembly system in violation of the provisions of the user's manual of the three-electric system;

2) The wearable parts have quality problems beyond their stated quality guarantee period;

3) The three-electric system is soaked in water for a long time, collisions or traffic accidents, etc.;

4) Damage caused by the user's private modification, adjustment, and disassembly;

5) Quality problems caused by not using genuine parts provided by Sanden manufacturers;

6) The user destroys the three-electric assembly system in an attempt to shorten the life of the three-electric system;

7. Training:

1) Sanden manufacturers provide free training for new energy regional after-sales personnel or regional service station personnel based on actual needs.

2) Provide no more than 2 times/year free training for users of new energy vehicles.

8. New car online service:

Our company provides factory records of new cars to Sanden manufacturers, and Sanden manufacturers conduct inspection, maintenance and training services for all new cars before they go online according to the flow of vehicles. The first month inspection and maintenance service will be provided again in the first month when the new car is launched.

9. Reserve of spare parts:

Sanden manufacturers reserve spare parts with a standard reserve of not less than 2% of vehicles by region.

10. Warranty period:

The warranty period of the core components battery, motor electronic control, and vehicle controller is 5 years or 200,000 kilometers (whichever comes first), and the warranty period of specific parts is in accordance with (Parts Warranty Table)